At Kim-Fay, we exert every effort to ensure your utmost satisfaction with our products. Employing a rigorous authentication process, we guarantee that the items dispatched to you meet stringent quality standards.
You have the option to initiate a return within 24hours following the delivery or collection for valid reasons or in the case of a change of mind.
We will offer a complete reimbursement or issue a credit note in accordance with the stipulated conditions outlined below:

• Acceptable Reasons for Returns – Items that are wrong, damaged, defective, incomplete, of incorrect size, or identified as counterfeit may be returned. It is imperative to report defective items within 24 hours of receipt. For items deemed wrong, damaged, or counterfeit, please initiate a return promptly to expedite the return process.

Option for return policy.
Option 1
• Change of Decision Policy – Returns due to a change of mind are accepted, provided the package seal remains intact and the product is unaltered. Refunds will only be processed under these conditions. For hygiene and security reasons, returns for items such as swimwear, underwear, lingerie, earrings, cosmetics, fragrances, groceries, food supplements, software, tickets, and adult products are allowed only if the packaging has not been opened.

Option 2
If you choose the incorrect product from Kim-Fay or have a change of heart, we won’t accept your return request. We do not accept returns for products that have been opened or used unless they are defective, therefore we advise you to check your order as soon as it is sent to you.
A refund or Credit Note will not be issued under the following circumstances:

1. Instances where you have a change of mind.
2. Purchases made in error.

The return of items is expected within a 48-hour time frame. Any product intended for return must adhere to the stipulation of being in its original, unopened packaging. Failure to meet these specified conditions will regrettably result in the inability to provide a refund.
Receive your reimbursement faster by dropping off your return at our offices. The refunded amount will be credited back to the initial payment source utilized for the purchase.
Please be mindful that the duration for processing refunds may differ based on the payment method:

1. If payment was made through mobile money, the refund will be credited to your mobile money account within 24 hours.
2. If payment was made via a bank card, the refund may take 3-5 business days to reflect in your account.
3. If payment was made using a voucher, your refund voucher will be promptly processed, and you will receive an email containing your voucher code.
4. If payment was made through Jumia store credit, the refund will be applied to your Jumia account as store credit within 24 hours.
   For any inquiries, please feel free to reach out to our assistance center at +254709892000 send us an email customercare@Kim-Fay.com, or engage with our customer support representatives through the online chat feature. Your satisfaction is our priority! Kindly take note: If you are eligible for a credit note, it will be accessible in your Kim-Fay account within 24 hours upon the acknowledgment and resolution of a valid complaint, as stipulated in the refund policy, during our operational hours. In the case of an authorized refund, we commit to processing it within 1 (one) business day, and the actual reversal into your account will be subject to the refund policy of your chosen payment provider.
   Refunds will be executed using the original method of payment.
   We will exclusively address refund requests received within 48 hours (2 days) from the initial payment.